Customer Success Director - Korea

Job description

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. **About us** Insider One is the **#1 platform** that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and **become unstoppable.** Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered **by 1,500+ team members representing 50+ nationalities across 30+ offices**. With AI at its core and an integrated Customer Data Platform (CDP), **Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels**, including WhatsApp, SMS, Email, Web, App, and Site Search. We recently raised one of the largest funding rounds in the industry, **a $500M Series E led by General Atlantic**. We are backed by top-notch investors, including **Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst**, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider One was congratulated for becoming one of the only **woman-founded, women-led B2B SaaS unicorns** in the world. Loved by customers, recognized by analysts, **we are the only vendor recognized as the #1 leader** in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — [see for yourself](https://www.gartner.com/reviews/market/multichannel-marketing-hubs/compare/product/braze-customer-engagement-platform-vs-insider-vs-salesforce-cloud). We consistently outperform and continue our leadership, and [the results speak for themselves](https://insiderone.com/insider-migration/). From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the **most socially progressive technology communities** in the world. Through our social responsibility initiatives like *100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables*, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is **an exceptionally talented, visionary team of overachievers** that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. ### What You Will Do - You will be leading our rockstar Partner Success team in Korea. - Provide strategic direction to the team proactively on a daily basis to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure partner retention. - Guide our Partner Success team members on their career and personal development to ensure team growth and retention. - Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our clients. - Establish a trusted adviser relationship that ensures our customers' overall satisfaction with our services and technology. - Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues. - Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customers' adoption of our technology. - As part of the managerial team, you will work closely with our global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and give active feedback on the strategic direction of the company, particularly in the key metrics of partner satisfaction, retention, and growth. ### What You Will Need - Proven work experience in a customer-oriented position (minimum 4-5 yrs), preferably in the B2B SaaS domain - Experience with marketing technology is a plus - Minimum of 2-3 years experience in leading a team - Solid understanding of basic web concepts and digital marketing (metrics) - Strong strategic approach to client retention and ability to navigate complex enterprise environments - To show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level - Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills - Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team - To be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our partners and the effectiveness of our Partner Success team - To cherish one of our core ethos: Care. For both our partners and the team - Ability to maintain a positive attitude personally and motivate the team in a fast-paced environment - Passion to make a difference in the lives of both marketers and the growth of our Partner Success team members ### What We Offer - Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together. - Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills. - Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru. - Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build. - Help build the team you want to work with and enjoy rewarding referral bonuses. - Opportunities to give back to your community through volunteering and purpose-driven social impact projects. - From global retreats to team-building activities, expect year-round events that turn into lifelong memories.